How do I manage patient expectations in a private setting?

Working as a private GP comes with its unique set of challenges and rewards, especially when it comes to managing patient expectations. In the private healthcare sector, patients often have different expectations compared to those seen in the NHS. This article explores how to navigate these expectations effectively.

Understand Your Patients' Priorities

Patients choosing private healthcare services often prioritise shorter waiting times, increased availability, and a more personalised experience. Understanding these priorities can help you tailor your services accordingly. Take the time to discuss with your patients what they expect from private consultations. Are they looking for more face-to-face time or quicker access to specialists? Identifying what matters most to them can guide the way you structure your services.

Set Clear Expectations from the Start

It’s crucial to set clear expectations early on. This means being transparent about what services you offer, the likely outcomes, and the associated costs. Clear communication can mitigate misunderstandings and dissatisfaction later on. Utilizing platforms like EMIS Web, known for its comprehensive electronic health records, can help you maintain consistent communication and provide a high standard of care.

Transparency is Key

One common pitfall is not communicating fees and waiting times clearly. Patients should know what fees to expect, the flexibility you can offer with appointments, and how long they might wait for results. Consider using a service like Hero Health to handle online bookings, payments, and patient communication. This can help streamline front-office operations and minimise surprises for your patients.

Create a Personalised Experience

In the private sector, personalisation is more than a buzzword; it’s a part of the service that patients pay for. This doesn’t just mean remembering birthdays, but it involves understanding the specific needs and preferences of each patient. Using detailed notes and tracking systems within EMIS Web can give you the information you need to offer truly individualised care.

"One patient shared that they chose private care because they were no longer feeling like 'a number in the NHS'. They appreciated the deeper connection and care tailored to their specific health concerns."

Regular Feedback and Adaptation

Finally, encouraging regular patient feedback will help you to continually adapt and improve your practice. Patients appreciate being asked for their opinions, and this feedback can be invaluable in learning what is working and what isn’t. Surveys or feedback forms (could even use Typeform) can be integrated into follow-up emails for a seamless process.

By managing expectations upfront and creating a patient-centred experience, you can build strong relationships that keep your practice thriving. Remember, the key lies in communication, transparency, and a dedication to delivering personalised care that goes beyond the standard GP visit.